[cisco-voip] UCCX Agent types

[Rasim Duric]

That is true. I think one button login is a good workaround in case you have 
a complex password policy.



Rasim Duric

Network Analyst (CCS)

University of Guelph

Guelph, N1G 2W1, ON

519-824-4120x53146

rduric at uoguelph.ca



From: Ed Leatherman [mailto:ealeatherman at gmail.com]
Sent: February-01-11 9:47 AM
To: Rasim Duric
Cc: Mike King; Cisco VoIPoE List
Subject: Re: [cisco-voip] UCCX Agent types



IPPA is great, my one "con" that I can think of is logging in to it if you 
integrate with a corporate directory. You're either going to have your 
agents entering their corporate password with the keypad (not easy if you 
have a complex password policy) or you're going to be setting up single 
button login for ippa and training your agents to use ccmuser to update 
their settings when they have to change their password.




Sent from my iPhone


On Feb 1, 2011, at 8:58 AM, "Rasim Duric" <rduric at uoguelph.ca> wrote:

Look at this guide:



http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/design/guide/uccx70srnd.pdf



Majority of our agents use IPPA and they work great. They are simple to 
setup and easy to maintain.



Rasim Duric

Network Analyst (CCS)

University of Guelph

Guelph, N1G 2W1, ON

519-824-4120x53146

rduric at uoguelph.ca



From: cisco-voip-bounces at puck.nether.net 
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Mike King
Sent: January-31-11 10:22 PM
To: Cisco VoIPoE List
Subject: [cisco-voip] UCCX Agent types



I'm currently re-evaluating how we're doing our Call Centers.

UCCX 7.1 Enhanced license.



Currently we have the Agents logging into a phone via Extension Mobility, 
and then the Cisco Agent Desktop (CAD).



The agents do all of they're work in applications that do not have any CTI 
capabilities. Basically, they minimize the CAD down as small as they can, 
make it stay on top, and stick it in the corner just to get how many calls 
are in the queue.



So, my question is:



How does the Phone agent work in practice?  How would it work with extension 
Mobility?  Would it replace it?



How does the Browser agent stack up to the CAD?



We're hoping that a future version of the software we use has CTI 
capabilities, but we're not holding our breath.  But assuming it does 
happen, Can the browser agent do anything with it?



I just have to ask, can the phone agent do anything with CTI?



Just reading the overviews of the agent's, I'm leaning towards the phone 
agent, since they aren't really using the CAD.  But I've never seen it in 
practice, and you never know till you see it work.



Any suggestions are welcome.

Mike

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